Call List Prioritisation¶
Call list weighting and prioritisation help agents manage calling workflows effectively by determining which records are prioritised. Configuring values such as minimum time between calls, weighting, and list conditions ensures an efficient balance of workload and helps meet campaign objectives.
The baseline prioritisation of calls is from newest to oldest, where all else is equal. New records, including live records from face-to-face sign-ups, digital, or API sources, are always served first.
Call List Weighting¶
Under Call Center Teams, multiple call lists can be added with specific weightings to control priority.
- Higher Weighting: Increases likelihood of selection by autodialler.
- Lower Weighting: Decreases likelihood of selection.
Weighting Example¶
Consider three call lists—X, Y, and Z—with different weightings assigned:
| Call List | Weighting |
|---|---|
| X | 1 |
| Y | 2 |
| Z | 5 |
The system uses a weighted selection method, similar to rolling a dice with sides corresponding to each call list's weighting. Imagine rolling an 8-sided dice:
- Call List Z has 5 sides, giving it a higher chance of being selected.
- Call List Y has 2 sides.
- Call List X has 1 side, giving it the lowest chance.
In practical terms, this means Call List Z is most likely to be selected, followed by Y, and X is the least likely.
Record Selection from a Call List¶
- Call Backs: Always prioritised, starting with the most overdue.
- New Records: Selected by conditions of the Call List if:
- Not yet called or in a "Pending" call status.
- Minimum time between calls has passed.
- Maximum call attempts per day or per record have not been reached.
Default minimum time between calls is 120 minutes. Configure under Campaign > General Settings.
Example Scenarios¶
-
Prioritise Specific Sign-Ups: To prioritise records such as face-to-face sign-ups or digital sign-ups, create a call list with those records and assign a higher weighting. Setting a weighting of zero means the records are chosen only if no priority records are available.
-
Mix Old and New Calls: To handle both new and older records, segment them by call attempts using two call lists (e.g., attempts < n and > n). Assign both to a team and adjust their weights to manage how often each list is selected.
Practical Example of Weighting¶
Suppose you need to prioritise recent digital sign-ups (Call List A) but also want to continue reaching out to older records (Call List B). You could:
- Assign a higher weighting to Call List A to ensure these records are prioritized more frequently.
- Assign a lower weighting to Call List B to ensure they are contacted but less frequently.
In this way, recent sign-ups receive immediate attention while older leads are still managed, ensuring balanced outreach.